System Implementations Manager (SIM)

The System Implementations Manager at iCareManager is responsible for leading onboarding and implementation for new clients, ensuring successful system adoption, and maintaining client relationships. The role involves project management, client training, troubleshooting, and cross-team collaboration in a remote setting.

Location: Remote

Responsibilities

• Prepare for and lead new customer kickoff calls.
• Manage onboarding projects using Asana, including timelines, tasks, and weekly status updates.
• Conduct virtual training and walkthroughs to ensure system understanding.
• Create and manage JIRA tickets for data imports and customer requests.
• Engage Product Owners for handling new feature requests and configurations.
• Serve as the main point of contact for customers during the onboarding phase.
• Troubleshoot technical and implementation issues via email or phone.
• Build strong, empathetic, and professional relationships with clients.
• Notify customers of completed enhancements or requested configurations.
• Conduct monthly webinars and knowledge-sharing sessions with the user community.
• Work closely with Customer Success, Sales, and Product teams.
• Identify and communicate new opportunities for customer value delivery.
• Provide backup support to System Implementation and Customer Success teams.
• Partner with the Customer Success Team to develop and enhance onboarding resources like guides and videos.
• Assist with trade shows, marketing presentations, and product demos.
• Support business development initiatives through networking and relationship-building.

Requirements

• Minimum 2 years of experience in DDA/IDD organizations (as an admin or project manager).
• Strong analytical and problem-solving capabilities.
• Ability to work independently in a remote environment.
• Excellent communication skills (verbal and written).

Benefits

• A dynamic and collaborative work environment.
• Opportunities for professional growth and skill development.
• Competitive salary and benefits package.
• The chance to play a key role in revolutionizing the healthcare technology industry.